3.
Recent study highlights dissatisfaction“Pet peeves… slow execution… difficult communication… inability to trackstatus of an application.”“1/3 of consumers are willing to pay more for a mortgage… with superiorcustomer service and less stress”Source: “Stress-Free Service Ranks High”, March 3, 2013

4.
Recent study highlights dissatisfaction“Pet peeves… slow execution… difficult communication… inability to trackstatus of an application.”“1/3 of consumers are willing to pay more for a mortgage… with superiorcustomer service and less stress”“70% of homeowners and renters cited reputation of institution as a major influence onchoice. Cost competitiveness scored lower – 62%.”Source: “Stress-Free Service Ranks High”, March 3, 2013

5.
Recent study highlights dissatisfaction“Pet peeves… slow execution… difficult communication… inability to trackstatus of an application.”“1/3 of consumers are willing to pay more for a mortgage… with superiorcustomer service and less stress”“70% of homeowners and renters cited reputation of institution as a major influence onchoice. Cost competitiveness scored lower – 62%.”1 in 3 would consider Walmart if it offered mortgages. While hypothetical, the response indicates the power oftrust in brand.”Source: “Stress-Free Service Ranks High”, March 3, 2013

19.
Great people build trust • Launched in January last year • 100 loan officers trained in 2012 • 300 to be trained in 2013 • More loan officers in top 300, more in top 1%, than any other bank or mortgage company1 • Voted a top workplace in Chicago1 Mortgage Executive Magazine 3/2013 and Scotsman Guide, 2013

30.
Follow the “3B’s” with the “3 A’s”Blow away customers’ expectations with a great experienceBe memorable for the right reasonsBuild trust with every single interacttionAccelerate building trustAmplify word of mouth opportunitiesAuthentically thank customers

44.
A memorable thank you “Thank you for trusting us to assist you with Life’s Biggest Purchase.” “We value your business, and we would appreciate any referral of friends and family members who may need assistance with a home purchase or refinancing.”